Email rule to move once SR logged

[will.good]

Hi,

I'm trying to create a rule to automatically move an email to a folder once an agent has raised a new service request from that email. Not sure what Rule Expression would be best to use here?

[Steve Giller]

Assuming you are referring to Routing Rules, these will not help you here. Routing Rules are applied before the email arrives in the Mailbox.

There is a Service Manager setting for this:
servicemanager.email.archiveFolderName
This defaults to "Deleted Items" but can be any folder you designate.

[James Ainsworth]

Hi @will.good

I just wanted to confirm if the agents are manually raising requests from an email in the Email View and once the request has been raised you would like to move the email to a particular folder?

[will.good]

1 hour ago, James Ainsworth said:

Hi @will.good

I just wanted to confirm if the agents are manually raising requests from an email in the Email View and once the request has been raised you would like to move the email to a particular folder?

HI @James Ainsworth Exactly that but would like the system to auto do this rather than the agents have to go back to the email to move it 

[James Ainsworth]

Hi @will.good

If you look at Steve Giller's earlier comment, there is a setting that you should be able to use to do this.  Let me know if that sorts it for you.